The customer can lodge a complaint:

• Personally in customer offices of the Company. The Complaint Report has to be drawn up (specimen Complaint Report is contained in Annex No.1),
• By letter sent to the address SPP – distribúcia, a.s., referát sťažností a reklamácií / Complaints Department, Mlynské Nivy 44/b, 825 11 Bratislava
• By e-mail to the address reklamacie@spp-distribucia.sk
• By fax to the number +421 2 6262 85488

Complaints Procedure SPP- Distribúcia a.s.

• Introductory provisions
  • 1.1 SPP – distribúcia, a.s., having its registered office at Mlynské Nivy 44/b, 825 11 Bratislava, Company Registration Number (IČO): 35910739, incorporated in the Commercial Register of Bratislava 1 District Court, Section SA, File number 3481/B (hereinafter referred to as the „the Company“), hereby issues this Complaints Procedure, the purpose of which is to ensure a uniform and efficient procedure for the handling of complaints about services provided by the Company.
  • 1.2 This Complaints Procedure regulates the procedure to be followed by the Company in regard to complaints about any shortcomings in services provided by the Company to its customers.
  • 1.3 This Complaints Procedure has been prepared in compliance with Act No. 250/2007 Coll. on Consumer Protection and on the amendment of Act of the Slovak National Council No. 372/1990 Coll. on Misdemeanours as amended, with Act No. 656/2004 Coll. on the Energy Sector and on amendments to certain laws as amended, and with internal directives and procedures of the Company.
• Complaints
  • 2.1 For the purpose of this Complaints Procedure, „making a complaint“ shall mean holding the Company to account for any deficiencies or defects in the services and/or other actions that it provides to customers. The customer shall be entitled to complain about such shortcomings at any time after the service or action has been performed. The legitimacy of a complaint shall be assessed also with regard to applicable time limits laid down in the Civil Code, Commercial Code and/or the contract between the Company and the customer.
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• Making a complaint
  • 3.1 In accordance with this Complaints Procedure, a customer, or a person authorized by him, may make a complaint in person, in writing, by fax or via e-mail, as follows:
  • in person at customer offices of the Company; in regard to the complaint, a Record of Complaint must be drawn up (a specimen Record of Complaint is given in Annex no. 1),
  • by a letter addressed to SPP – distribúcia, a.s., referát sťažností a reklamácií (Complaints Department), Mlynské Nivy 44/b, 825 11 Bratislava
  • via e-mail through the customer connection reklamacie@spp-distribucia.sk
  • by fax at +421 2 6262 8548
  • 3.2 A complaint must include:
  • the first name and last name, or the business name, and the address and/or telephone contact of the person making the complaint;
  • the subject-matter of the complaint (brief and relevant description);
  • the signature of the customer or of a person authorized to represent the customer along with a copy of the respective Power of Attorney.
  • 3.3 A complaint shall not be considered legitimate if it omits any of the details stipulated in paragraph 3.2.
  • 3.4 The Company shall issue and deliver to the customer a Confirmation of Receipt of Complaint (a specimen Confirmation is given in Annex no. 2)
  • 3.5 The Company will notify the customer about the processing of the complaint within the time limits under the contract entered into between the Company and the customer, and/or within the applicable time limits laid down in the Civil Code, the Commercial Code or the Consumer Protection Act.
  • 3.6 The notification about the processing of the complaint will be delivered in writing to the customer’s address stated in the complaint.
  • 3.7 The date on which the complaint is made shall be deemed to be:
  • in the case of delivery in person – the date of the stamp on the Confirmation of Receipt of Complaint;
  • in the case of delivery by post – the date of delivery of the complaint to the Company (according to the stamp on the post received);
  • in case of delivery by e-mail – the date shown in the e-mail message;
  • in case of delivery by fax – the date shown in the fax message.
• Final provisions
  • 4.1 Legal relations between the Company and customer that are not expressly regulated in the Complaints Procedure shall be governed by appropriate provisions of individual contracts entered into by and between the Company and customer and applicable provisions of generally binding legal regulations in force in the territory of the Slovak Republic.
  • 4.2. The Company may amend this Complaints Procedure at any time on grounds of changes in legal regulations or in the business environment or of changes to the internal policy of the Company.
  • 4.3 This Complaints Procedure is published online atwww.spp-distribucia.sk and is available on request at customer offices of the Company.
  • 4.4 This Complaints Procedure shall come into effect as of 15.12.2009.
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• Annexes
  • Confirmation of Receipt of Complaint
  • Power of Attorney

Rising of Objections

• against correctness of settlement of gas distribution payment
• against calculation of daily deviation.

The objection against correctness of settlement of gas distribution payment and against calculation of daily deviation shall be submitted by distribution network user (gas supplier) in a written form to Office of Distribution Network Operator. The contact information to Office of Distribution Network Operator is on the web page www.spp-distribucia.sk part Commercial and technical information, Operational Order, Contact data of the Office of Distribution Network Operator.